Modern Omnichannel E-Commerce Platform Enhancement for Retail Expansion

The client faces increasing consumer migration to online shopping, requiring a robust omnichannel platform that offers seamless integration across in-store, mobile, and online channels. They need to expand payment options, improve customer experience, and optimize loyalty programs to maintain competitive advantage amidst rising digital engagement and operational complexities.

A large multinational retail chain operating both physical stores and online platforms across multiple countries, aiming to enhance their omnichannel shopping experience.

• Develop an integrated backend system to unify multiple eCommerce platforms across five countries, ensuring consistent user experience.
• Implement diverse payment methods with optimized processing workflows, including popular local payment options.
• Enhance customer support via live chat and automated chatbot functionalities for improved engagement.
• Integrate third-party services such as payment gateways, mapping APIs, and marketing platforms using REST APIs and event-driven architectures.
• Streamline and expand loyalty programs to increase customer retention and average transaction value.
• Achieve at least a 9.5% increase in online sales within the first quarter post-deployment.
• Increase total online sales value by over 10%, and grow loyalty program memberships substantially within the first year.

• Multi-channel payment processing with integration of various local and international payment gateways.
• Support for popular local payment methods, including QR code and app-based transactions.
• Live chat and AI-powered chatbot support for real-time customer assistance and data collection.
• Integration with mapping services for accurate address verification and efficient delivery routing.
• Event-driven architecture supporting real-time notifications, data synchronization, and marketing automation.
• Robust loyalty program management enabling bonus point redemption, offline-to-online rewards, and instant coupons.
• Continuous platform maintenance and updates to ensure security, performance, and feature parity across regions.

• Payment gateways (e.g., Visa, Mastercard, local options like Bancontact)
• Mapping and address verification services (e.g., Google Maps)
• Customer relationship management and marketing platforms (e.g., Salesforce Marketing Cloud)
• Shipping and logistics management services
• Real-time event streaming platforms (e.g., Kafka, Azure Event Hubs)

• System scalability to support hundreds of thousands of concurrent users across regions
• High transaction security with compliance to relevant data protection standards
• System availability of at least 99.9% uptime
• Capability for frequent updates and continuous deployment without disruption
• Fast response times for payment processing and customer interactions, targeted under 2 seconds

The implementation of a comprehensive omnichannel platform is expected to increase online sales by at least 9.5% within the first quarter, boost total online goods sales by over 10%, and significantly grow customer loyalty program memberships. These improvements will foster stronger customer engagement, improve operational efficiency, and support retail expansion efforts driven by seamless digital experiences.